Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
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HAYDER ZAIDI

HAYDER ZAIDI

TX

Summary

Results-driven technology and analyst expert with 10+ years of success in team leadership, data analysis, process optimization, and technical problem-solving. Proven experience in developing, and managing high-performing teams, resulting in increased productivity and employee satisfaction. Committed to utilizing data-driven decision-making skills in a challenging role as a Team Lead

Overview

10
10
years of professional experience

Work History

Quality Assurance Analyst

TikTok
01.2024 - Current
  • Optimized efficiency by 9% through continuous improvement of core processes and application of quality assurance methodology to maintain the highest workflow quality
  • Developed process documentation and aggregated feedback about the functionality of audit tools to improve the accuracy of audit tools by 5%
  • Developed comprehensive training materials and provided training to ensure the highest level of policy compliance and quality performance resulting overall reduction of errors by 6%.

Senior Platform Expert Analyst

Accenture, Specializing in Meta Products
09.2022 - 11.2023
  • Received 3x Above and Beyond Awards for clearing and approving 8,000 investigation tickets per day within 24 hours, exceeding client expectations
  • Supervised team of 15 employees overseeing schedules, assigning workflows, analyzing performance metrics, and fostering professional development
  • Presented business reports to Senior Project Managers containing analytical reports of quality score and average ticket handle time for 150+ agents, leading to year over year client contract renewal
  • Implemented employee performance reviews based on metrics, which reduced overall error rate by 40%
  • Communicated with Meta Quality Assurance team and Project Managers to troubleshoot Whats App technical difficulties and maintain policies
  • Analyzed report volumes, workflows, and trends to prioritize assignments for agents specializing in Content Moderation and Legal Takedown requests.

Senior Subject Matter Expert

Accenture, Specializing in Meta Products
12.2021 - 09.2022
  • Managed team of 7 employees specializing in Trust and Safety Content Moderation and Technical Support ticketing assistance for Meta
  • Created developmental program for agents to improve knowledge base, increase opportunity for promotion, and expand culture leading to receiving Above and Beyond Award
  • Reduced average ticket handle time 20% and reached 99% quality assurance score by developing knowledge bases for workflows
  • Collaborated with Training and Quality Assurance teams to create and implement new guidelines for 100+ Content Moderator Agents
  • Investigated 25+ work processes and team performance metrics using Tableau, Scopa, and SRT to identify inefficiencies and increase overall productivity
  • Monitored support macros and modified verbiage across automated emails across Meta products, which improved customer satisfaction.

Platform Quality Assurance

Accenture, Specializing in Meta Products
05.2021 - 12.2021
  • Created knowledge base and ticket instructions to identify violations/counterterrorism, which increased client workflow and reduced violations
  • Developed and implemented training and materials for 40+ employees, which improved policy compliance and performance.

Content Moderator Analyst

Accenture, Specializing in Meta Products
08.2019 - 05.2021
  • Reviewed and escalated 6,000+ content user-generated reports to ensure violated accounts were flagged and client metric expectations were met
  • Coached 10 Moderators to improve performance and maintain high-quality standards, which decreased the training period of new hires by 2 weeks
  • Coordinated with Training, Quality Assurance, and Senior Management teams to ensure execute Meta policies for flagged Meta User accounts.

Technical Support Specialist

Marriott
02.2014 - 08.2019
  • Provided on-demand technical support by answering questions and troubleshooting for 15+ employees
  • Installed and maintained hardware and software to meet employee requirements, which reduced technical difficulties and improved efficiencies.

Education

AWS Cloud Practitioner -

Amazon Web Services

Bachelor of Science, Cybersecurity & Information Assurance -

Western Government University
12.2024

Google IT professional Certification -

Coursera
10.2023

Associates Degree, Computer Information Technology -

Austin Community College
Austin, TX
08.2022

Skills

  • Process Improvement
  • Technology Management
  • Tableau; Scopa; SRT
  • Microsoft Office; Slack; Excel
  • Team Leadership
  • Relationship Building
  • Teamwork & Collaborating
  • Written & Oral Communication
  • Information Technology
  • Content Moderation
  • Quality Assurance & Reporting
  • Project Management
  • Quality Processes

Languages

Arabic
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Quality Assurance Analyst

TikTok
01.2024 - Current

Senior Platform Expert Analyst

Accenture, Specializing in Meta Products
09.2022 - 11.2023

Senior Subject Matter Expert

Accenture, Specializing in Meta Products
12.2021 - 09.2022

Platform Quality Assurance

Accenture, Specializing in Meta Products
05.2021 - 12.2021

Content Moderator Analyst

Accenture, Specializing in Meta Products
08.2019 - 05.2021

Technical Support Specialist

Marriott
02.2014 - 08.2019

AWS Cloud Practitioner -

Amazon Web Services

Bachelor of Science, Cybersecurity & Information Assurance -

Western Government University

Google IT professional Certification -

Coursera

Associates Degree, Computer Information Technology -

Austin Community College

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HAYDER ZAIDI